Glympse integration enhances field service

June 20, 2017
Static, one-way alerts aren’t enough anymore.

Location service Glympseis teaming with Microsoft enabling businesses using Microsoft Dynamics 365 for field service to empower customers with constant, accurate awareness regarding the status of field-service appointments.

The collaboration embeds Glympse En Route, a location-powered customer-experience-management solution, within the Dynamics 365 for field-service application through a new, off-the-shelf integration. As a result, end customers receive continuously updated appointment and technician visibility that culminates in a live map view of the technician’s location as he travels to the appointment destination.

“Location and ETA management have become two of the most critical elements of successful field operations and customer interactions,” said David Troll, senior vice president of sales and customer operations, Glympse. “Static, one-way alerts aren’t enough anymore, and service providers cannot afford to roll trucks to customers who are not available. Our alliance with Microsoft means more field service organizations of all types and sizes, spanning industries across the globe, will have a faster, easier way to leverage Glympse location technology alongside Microsoft Dynamics 365.”

Users of the joint solution can improve customer service, boost effectiveness of field operations, and ultimately drive revenue growth. End customers get steady updates and can track the live status of a service agent, enabling them to more effectively coordinate their schedules with service providers. Prepared customers mean fewer missed, delayed or rescheduled appointments, fewer calls to customer care, efficient appointment execution and faster time to revenue. In addition, internal back office users get better operational visibility through location data, including metrics and live map views of technician teams.